SERVICE DESK-French

Language Skills (Mandatory)

• Fluent French language proficiency (spoken and written) is mandatory.
• Ability to communicate effectively with Swiss end users via phone, email, chat, and ticketing systems in French.
• Strong English communication skills for collaboration with global support teams and internal stakeholders.
• Knowledge of German and/or Italian will be considered an added advantage.
• French language proficiency (B2/C1 level or equivalent) is mandatory.

Key Responsibilities

• Act as the first point of contact for all IT-related incidents and service requests.
• Log, categorize, prioritize, and track tickets using the ITSM tool.
• Provide Level 1 support for end-user computing, Microsoft 365, network connectivity, VPN, email, printers, and business applications.
• Perform initial troubleshooting and resolve issues within defined procedures and knowledge articles.
• Escalate unresolved incidents to appropriate Level-2/Level-3 teams as required.
• Monitor ticket queues and ensure SLA compliance.